Exhibited the"Thankful"element ofMIPExhibited the"Welcoming"element ofMIPDeescalatedupsetcustomerRecap whatassistance hasbeen providedat the end ofthe callCompleted atask withouthaving to callanotherdepartmentExpressedEmpathyUsed Step-Up toPerform aHigh-riskRequestAuthenticationSuccessfullyCompleted/Acknowledged"Can Do"statementusedMade apaymentIssued areplacementcredit cardRepeatedthecustomer'sreason forcallingFCRFree!Providedself-serviceoptions(OLB/MobileApp/ATM)Representativeasks customera connectionquestionAsked thecustomer aconnectionquestionExhibited the"Thankful"element ofMIPExhibited the"Welcoming"element ofMIPDeescalatedupsetcustomerRecap whatassistance hasbeen providedat the end ofthe callCompleted atask withouthaving to callanotherdepartmentExpressedEmpathyUsed Step-Up toPerform aHigh-riskRequestAuthenticationSuccessfullyCompleted/Acknowledged"Can Do"statementusedMade apaymentIssued areplacementcredit cardRepeatedthecustomer'sreason forcallingFCRFree!Providedself-serviceoptions(OLB/MobileApp/ATM)Representativeasks customera connectionquestionAsked thecustomer aconnectionquestion

Call Shadowing Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Exhibited the "Thankful" element of MIP
  2. Exhibited the "Welcoming" element of MIP
  3. Deescalated upset customer
  4. Recap what assistance has been provided at the end of the call
  5. Completed a task without having to call another department
  6. Expressed Empathy
  7. Used Step-Up to Perform a High-risk Request
  8. Authentication Successfully Completed/ Acknowledged
  9. "Can Do" statement used
  10. Made a payment
  11. Issued a replacement credit card
  12. Repeated the customer's reason for calling
  13. FCR
  14. Free!
  15. Provided self-service options (OLB/Mobile App/ATM)
  16. Representative asks customer a connection question
  17. Asked the customer a connection question